Zendesk wins the omnichannel capabilities category because it offers voice as a service, which we think is absolutely critical. Design and send out mobile push messages–phone pop-ups containing text and images that prompt customers to take action and redirect to a specific app page when clicked. The Agent Workspace highlights tickets based on the issue and urgency, assigning each one a priority–agents can also tag tickets based on recency, hold-vs-open status, and urgency.
- So Desku is here for you and your business to manage every customer support query that comes by.
- Alexa is a Growth Marketing Specialist at Help Scout, where we make excellent customer service achievable for companies of all sizes.
- Intercom’s live chat allows businesses to interact with customers on their website or mobile app instantly.
- On Facebook and Instagram, the brands are delivering more relaxed and personal posts, as on Twitter, YouTube, and LinkedIn, a more informal type of content.
- Our team is experienced in consolidating Zendesk instances and merging instances of other help desk and service desk systems.
But as a small business, you probably don’t need all the bells and whistles of a big tool like Intercom. While Intercom’s popularity and features set are undeniable, its pricing can be quite high, with their cheapest plan starting at $89 per month or $74 with a one-year contract. Though a tool may contain impressive features, the most important question remains how users view the software in everyday usage. Let’s look at ratings of Zendesk vs. Freshdesk on popular review sites and see some positive and negative opinions.
Best Zendesk Alternatives & Competitors
How easy it is to program a chatbot and how effective a chatbot is at assisting human reps is an important factor for this category. If you are looking for more integration options and budget is not an issue, Intercom can be the perfect live chat solution for your business. It is also ideal for businesses who are searching for conversational chatbot functionality. Their AI-powered chatbot can enable your business to boost engagement and improve marketing efforts in real-time. Pop-up chat, in-app messaging, and notifications are some of the highly-rated features of this live chat software. Intercom’s live chat reports aren’t just offering what your customers are doing or whether they are satisfied with your services.
With Gist, you can provide the kind of exceptional customer service that will keep them coming back for more. No-Code Chatbot Builder with just drag and drop conversational interface to deploy chatbots to Whatsapp, Messenger, or your custom website. Smart AI-Features help in summarising the whole conversation with your customers to avoid reading it whole email to know the query along with knowing the sentiment of customers. Easy assigning of Email Queries and Live Chat to the right support agent to solve them precisely. Report and Analytics of businesses can gain valuable insights and improve their support strategy. This can help businesses make data-driven decisions that can lead to improved customer satisfaction and retention.
But it’s also a given that many people will approach their reviews to Zendesk and Intercom with some specific missions in mind, and that’s bound to change how they feel about the platforms. Monese is another fintech company that provides a banking app, account, and debit card to make settling in a new country easier. By providing banking without boundaries, the company aims to provide users with quick access to their finances, wherever they happen to be. What can be really inconvenient about Zendesk is how their tools integrate with each other when you need to use them simultaneously.
- If a customer isn’t satisfied with Answer Bot’s response, Answer Bot quickly routes them to an agent best suited to help.
- A help desk solution, HelpCrunch focuses on ways to resolve customer issues and improve conversions.
- Once you have considered these factors, you can begin to narrow down your choices and find the customer communication and engagement platform that is right for your business.
- Freshdesk is a straightforward, cost-effective option for smaller teams with limited financial resources.
- Top Zendesk alternative for businesses looking to deliver top-notch customer support with efficiency and ease.
- Team inboxes aggregate tickets applicable to the whole team–or a specific department–that any agent can address.
Advanced support tools allow businesses to automate processes and increase customer satisfaction. Feedback from prospects and customers is crucial for any business operating today. It provides an easy way to communicate with customers in real time when they encounter any challenge. Customerly provides the proper volume of marketing automation and gives you tools to collect customer feedback to offer them the best service.
The Best Intercom Integrations For Customer Support In 2023
Gladly is best suited for support teams that are mature and looking to invest in a high-end tool that focuses on phone support, robust routing, and IVR. However, it is worth mentioning that Gladly is similar to Zendesk in that the learning curve is steep, and some companies decide against it for that reason. The help desk interface looks similar to an older version of Gmail and is useful for receiving and handling customer requests. It is important to note that the only communication channel included in cheaper packages is email.
Are you looking for an alternative to Zendesk to provide excellent customer service? From Intercom to HubSpot Service Hub, there are several high-quality options that can make a huge difference in your customer service experience. In this article, we will explore the best-rated alternatives to Zendesk and discuss what makes each of them unique. Zendesk is best suited for customer-facing brands that can benefit from streamlining their customer service operations.
AI that knows your business better than you do
This data helps businesses identify trends, identify areas for growth, and make data-driven decisions. HubSpot provides a wide range of reporting options, including customizable dashboards and custom reports. Users have the flexibility to create reports and dashboards tailored to their specific needs. With HubSpot, you can metadialog.com monitor and evaluate your data in real time, making informed decisions based on comprehensive analytics. Richpanel is another Zendesk alternative that is designed for eCommerce businesses. What this means is that, unlike Zendesk, Richpanel does not require you to cherry-pick customizations and features that suit you.
- When it comes to creating an optimum knowledge base experience, both Intercom and Zendesk are excellent choices with similar capabilities for your needs.
- It also has features such as AI powered chatbots and pre-set answers and questions which are not available in other alternatives to Intercom.
- Team plans that come with sales enablement tools, custom bots, and CRM routing will run businesses $400/month.
- The problem is that, at a whopping $2,500 per month, you were probably looking at a more expensive alternative.
- A team inbox is a collaborative tool that allows teams to work together to offer customer support, without getting in each other’s way.
- No matter if your team receives just 10 customer requests via live chat or a thousand customer issues via email, you can easily manage an influx of customer conversations over multiple channels.
Tools that allow support agents to communicate and collaborate are important aspect of customer service software. This live chat software provider also enables your business to send proactive chat messages to customers and engage effectively in real-time. This is one of the best ways to qualify high-quality leads for your business and improve your chances of closing a sale faster. Businesses of all sizes can rely on the Zendesk customer service platform and benefit from workflow management, powerful AI tools, robust insights, and more.
Intercom vs. Zendesk: Omnichannel Capabilities
Both platforms allow you to contact their support team via email or phone. Freshdesk is a popular alternative to Zendesk and offers many of the same features, including ticketing, self-service, and a knowledge base. It also offers features like live chat and integrations with third-party apps. Both solutions provide a campaign tool, live chat, and a knowledge base. We will compare those customer service solutions in terms of functionality and price.
By integrating Intercom and Pipedrive, you can easily manage your sales pipeline. You can quickly create new deals without leaving your Intercom inbox, giving you the ability to efficiently handle customer requests and keep your sales process running smoothly. Positive reviews mention how intuitive the UI is, how powerful the feature set is and how Intercom’s chat and email functions make customer communication easy by consolidating everything in one place.
Zoho vs. Zendesk – decent desk software solution with the same self-service options for a lower price
Unlike platforms like Jetdocs, which gives you unlimited departments in their pro plan, Zoho limits you to 15 departments even on their highest tier. Zendesk Suite also provides outbound messaging for agents, a self-service portal for the general population, and an API that connects Zendesk to a wide range of integrations, including Bonjoro. You can group your users together based on who they are and what they do in your product. Use standard (data Intercom already has) or custom attributes (data that you send to Intercom) to build segments and track activity.
Can you use Intercom as a CRM?
Intercom is an excellent first step into the CRM world, and probably extremely suitable for your small startup. Based on personal experience, Intercom is an excellent CRM for startups looking for a solution that is more lean than a full CRM solution like Salesforce.
There is no harm in testing the waters before committing to one or the other, as both Zendesk and Intercom offer free trials. Intercom’s native mobile apps are good for iOS, Android, React Native, and Cordova, while Zendesk only has mobile apps for iPhones, iPads, and Android devices. The learning and knowledgebase category is another one where it is a close call between Zendesk and Intercom.
Zendesk Inbox Features
Plecto is a dashboard software that allows you to build customizable dashboards using data that you collect in Intercom. Some of the categories of data you can import and organize into dashboards include comments, average customer reply times and events/activities. The dashboards you build using Plecto also sync up with Intercom, meaning they’re updated in real-time, so you’re always working with accurate information. Though these apps didn’t make the cut on our list of the top full-scale intercom integrations, they’re still useful and a great addition to your Intercom setup.
The knowledge base functionality enables the creation and maintenance of a central library of help articles, promoting customer self-service and reducing support volume. HubSpot’s knowledge base software enables businesses to create comprehensive assistance pages, categorize them, and tag them with relevant search keywords. This empowers customers to find answers and solutions on their own, reducing the number of time-consuming inquiries for your support staff.
Track customer service metrics to gain valuable insights and improve customer service processes and agent performance. Sales teams can also view outbound communications, and any support agent can access resources from the Intercom workspace. Prioritize the agent experience to maximize productivity and customer satisfaction while reducing employee turnover. Test any of HelpCrunch pricing plans for free for 14 days and see our tools in action right away. Lots of users complain that Intercom support is not available most of the time, so you’re forced to repeat your question over and over again to a bot. And when they do answer, they’re usually not even helpful or will try to transfer you to the sales department right away.
If you’re looking for a customer support tool that involves advanced features regarding custom bots, try using Freshdesk. One thing that caught my attention during my Salesforce trial was that it uses Einstein GPT to enable customer service teams to benefit from AI when it’s time to manage communication with customers successfully. Finally, there are a number of free and open source customer communication platforms (CCM solutions) available . These platforms typically have lower costs than commercial platforms like Intercom and Zendesk. Truly omnichannel customer experiences are impossible to provide if every conversation is confined to a single platform. However, many current chat platforms make it difficult to switch seamlessly between live chat and other channels of communication, resulting in a frustrating, fragmented customer experience.
What is the competitive advantage of Zendesk?
Consistently highest ROI
Zendesk offers an omnichannel solution that gives you the tools to improve customer support and boost your ROI. In a 2021 study by Forrester, Zendesk for enterprise increased the ROI of some businesses by 286 percent over a three-year period.
There’s the cheapest plan for small businesses – Starter – that cost $74 per month and will include 1 seat and 1,000 people reached/mo. So yeah, all the features talk actually brings us to the most sacred question — the question of pricing. You’d probably want to know how much it costs to get Zendesk or Intercom for your business, so let’s talk money now.
What is better than Intercom?
Olark. Best Intercom alternative for small businesses in search of a live chat solution. Olark is a live chat software system that allows you to engage with customers instantly. Website visitors can easily contact your business directly through a chatbot on your website with this live chat feature.